Buying your wall-mounted heat pump online: a decision many Quebecers come to regret
At AirGreen, we’re called every week by clients who bought their wall-mounted heat pump online, often lured by a tempting promotion or a couple hundred dollars in savings. But in many cases, that purchase turns into a source of frustration, unexpected costs, or poor performance.
Our goal here is to share real-life cases from Montreal, Laval, Longueuil, the North Shore, and the South Shore, to help future buyers avoid these costly mistakes.
What clients think they’re saving… and what they actually end up losing
On paper, buying online seems logical:
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You think you’re paying less
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You believe you can choose the same model a pro would install
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You hope to easily find an independent installer
But the reality is often very different once the unit is delivered.
Problem #1: installers refuse to install equipment bought online
This is the biggest surprise our clients face. Many HVAC installers flat-out refuse to install equipment they didn’t supply themselves, and with good reason:
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No warranty on the product’s condition
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No traceability, or risk of counterfeit
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Professional liability in case of breakdown
Real testimonial – Longueuil
“I found a Gree 18,000 BTU unit $700 cheaper on an American site. But after delivery, I called three installers and none of them would do the job. I had to go through a general contractor with no HVAC license… and I regretted it.”
Problem #2: the product delivered doesn’t match the listing
Many clients end up with a model that’s not compatible with Quebec’s climate:
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115V unit instead of 230V
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Basic model not designed to operate at -20°C
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Instructions only in English or Spanish
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Serial number not recognized for Quebec rebates
Case in Laval:
A client thought they had ordered a Gree Lomo High Wall 12,000 BTU heat pump eligible for rebates. Instead, they received a version made for the Mexican market, not Energy Star certified, and therefore ineligible for LogisVert.
Problem #3: no grant possible without a certified installer
Even if the model is certified, the installation must be done by a recognized contractor to qualify for a Hydro-Québec rebate. Without an official invoice from a licensed pro, no reimbursement will be granted.
At AirGreen, we make sure:
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The model is actually eligible
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The installation meets program standards
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The grant application is completed and submitted by our team
Problem #4: no valid warranty coverage in Canada
Another overlooked issue: some heat pumps bought online are not covered by the manufacturer’s warranty in Canada.
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The serial number isn’t registered in Canada
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Replacement parts aren’t available locally
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The customer must cover shipping fees for repairs
Problem #5: unexpected installation costs
Even if you find someone to install the unit, costs can skyrocket quickly:
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Extra fees for electrical modifications
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Higher labor costs (no product margin for the installer)
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Materials not included (wall brackets, piping, drain lines)
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No warranty on the installation labor
Example in Montreal (Ahuntsic):
A customer saved $400 on the purchase but paid $1,000 more in specialized installation fees due to non-standard electrical connections.
Problem #6: poor performance in Quebec winters
Many online models are designed for mild climates. In winter, they:
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Lose heating capacity below -10°C
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Freeze up quickly at the outdoor unit
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Require constant backup heating
At AirGreen, we only install models tested and optimized for -25°C to -30°C, such as:
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Gree Sapphire
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Sharp ZU1
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Fujitsu KZAH
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Bosch Climate 5000 R-32
Problem #7: no after-sales support
When a unit bought online breaks down, there’s no local number to call, no assigned technician. You’re on your own. In 80% of cases, the online seller refers you to the manufacturer… who refuses to help without a certified installer.
The AirGreen advantage: why calling us makes all the difference
We’ve been called to help in over 150 problem cases related to online purchases in Montreal and the suburbs since 2022.
What we offer:
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Free assessment at home or by video call
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Professional installation with 10-year warranty
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Full support for LogisVert grants
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New, certified, climate-ready products
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After-sales service with techs available within 48 hours
Buying online: the only cases where it might work
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Secondary home or cottage used in summer only
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Small budget with no access to grants
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Owner has a certified HVAC electrician in the family
In all other cases, the risks outweigh the potential savings.
Conclusion: short-term savings that cost more long term
Buying a wall-mounted heat pump online might seem like a smart move. But in practice, mistakes stack up quickly: wrong model, void warranty, no grant eligibility, tricky installation, reduced performance…
At AirGreen, we offer a complete solution—from evaluation to maintenance, through professional installation—tailored to Quebec’s climate and regulations.
Bought a heat pump online and need help?
Contact us today. We’ll advise you, assess whether the installation is feasible, and offer a safe, fast, and long-lasting alternative.